Catholic Charities Archdiocese of New York
Hotline Counselor MOIA - Rapid Response
Catholic Charities Archdiocese of New York, New York, New York, us, 10261
Description
Summary: The Hotline Departmentof the Immigrant & Refugee Services Division of Catholic Charities Community Servicesis aleadingproviderof Hotline services,informationmanagement, and integration ofsameinto agency, statewide and national networks, as well asthe point ofcontact for reporting immigration legal servicesfraudforNewYorkState.UnderthesupervisionoftheHotlineDirectorofOperationsandin collaborationwiththeHotlineDirector,theRapid Response Hotline Counselor will support callers with urgent needs related to immigration detention.
Essential Duties and Responsibilities Other duties may be assigned.
Duties and Responsibilities
AnswercallsontheNYC Mayor’s Office of Immigrant Affairs (MOIA) Immigration Legal Hotlineandprovidegeneralinformationonimmigrationproceduresand policy developments.
Use various systems and referral directories to conduct brief screening and make appointments and/or provide referralsto legalproviders,ESOLclassesandother city-fundedimmigrationprogramsandresources.
Assistvictimsofanti-immigrantfraudtofilecomplaintswithappropriatelaw enforcement authorities.
Conduct dataentrytorecordtypes ofservices provided to callersand to capturestatistical data for the purposes of analyzing trends and responding to community needs.
Adhere to agency and city policies to maintain client confidentiality.
Maintain technology skills and adapt to changing procedures and systems, as needed.
Engageinongoingtrainingonimmigrationlaws,regulations,proceduresanddevelopments, aswellassocialservicesavailabletounaccompaniedminors, asylees, refugees, and other groups of immigrant community members in need.
Follow protocols to enhance caller experience and meet professional standards of customerservice, incorporatingthegoalsofefficiency,empathyandissueresolution.
Participateinoutreacheventsandphonebankstoprovideinformationserviceson newdevelopmentsthataffectimmigrants.
Otherdutiesasrequired.
Position Type and Expected Hours of Work Flexibilitytowork9am-5pm, 10am-6pm, or12pm-8pmshifts,as wellasoccasional weekend shifts in response to emergent situations may be required. Funding for the position currently is through June 30, 2026; extension of the role after June 30, 2026 subject to continued funding
Working conditions and physical demands required Thedemandsdescribedherearerepresentativeofthosethatmustbemetbyanemployeeto successfully perform the essential functions of this job.
Remain stationary at a workstation and in meetings,and useacomputer at least 95% of the time.
Qualifications Education and/or experience required
GraduationfromanaccreditedcollegeoruniversitywithaBachelor’sdegreeinrelated field,orequivalentprofessionaltrainingrelatedtotheposition.
Previousexperienceasimmigrationcounselor/paralegal,orexperienceinimmigration law and procedure preferred.
Skills, licenses, and/or competencies required
Bilingual- English and a second language designated by Local Law 30 preferred.
Excellentcommunication, listeningandcustomerservices skills.
Proficiency in using computers and other technology and software to answer calls, input data, communicate with colleagues and community members;including working knowledge of MS Office (i.e., Microsoft Word, Excel, and Teams.)
Catholic Charities and Catholic Charities Community Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristics protected by law.
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Essential Duties and Responsibilities Other duties may be assigned.
Duties and Responsibilities
AnswercallsontheNYC Mayor’s Office of Immigrant Affairs (MOIA) Immigration Legal Hotlineandprovidegeneralinformationonimmigrationproceduresand policy developments.
Use various systems and referral directories to conduct brief screening and make appointments and/or provide referralsto legalproviders,ESOLclassesandother city-fundedimmigrationprogramsandresources.
Assistvictimsofanti-immigrantfraudtofilecomplaintswithappropriatelaw enforcement authorities.
Conduct dataentrytorecordtypes ofservices provided to callersand to capturestatistical data for the purposes of analyzing trends and responding to community needs.
Adhere to agency and city policies to maintain client confidentiality.
Maintain technology skills and adapt to changing procedures and systems, as needed.
Engageinongoingtrainingonimmigrationlaws,regulations,proceduresanddevelopments, aswellassocialservicesavailabletounaccompaniedminors, asylees, refugees, and other groups of immigrant community members in need.
Follow protocols to enhance caller experience and meet professional standards of customerservice, incorporatingthegoalsofefficiency,empathyandissueresolution.
Participateinoutreacheventsandphonebankstoprovideinformationserviceson newdevelopmentsthataffectimmigrants.
Otherdutiesasrequired.
Position Type and Expected Hours of Work Flexibilitytowork9am-5pm, 10am-6pm, or12pm-8pmshifts,as wellasoccasional weekend shifts in response to emergent situations may be required. Funding for the position currently is through June 30, 2026; extension of the role after June 30, 2026 subject to continued funding
Working conditions and physical demands required Thedemandsdescribedherearerepresentativeofthosethatmustbemetbyanemployeeto successfully perform the essential functions of this job.
Remain stationary at a workstation and in meetings,and useacomputer at least 95% of the time.
Qualifications Education and/or experience required
GraduationfromanaccreditedcollegeoruniversitywithaBachelor’sdegreeinrelated field,orequivalentprofessionaltrainingrelatedtotheposition.
Previousexperienceasimmigrationcounselor/paralegal,orexperienceinimmigration law and procedure preferred.
Skills, licenses, and/or competencies required
Bilingual- English and a second language designated by Local Law 30 preferred.
Excellentcommunication, listeningandcustomerservices skills.
Proficiency in using computers and other technology and software to answer calls, input data, communicate with colleagues and community members;including working knowledge of MS Office (i.e., Microsoft Word, Excel, and Teams.)
Catholic Charities and Catholic Charities Community Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristics protected by law.
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